HERE OLP Service Level Agreement (“SLA”)
Last Updated: 8 November 2019
1. Service Availability
OLP Customers can create solutions with 98.5% or greater uptime using high-service-availability operations. Highly available solutions built on OLP require both the OLP Service Level Objective (SLO) supported operations described below, and active use case workflow monitoring and responsiveness by the Customer.
HERE will use commercially reasonable efforts to provide SLOs as set out in the tables below.
SLOs for OLP Workspace Customers
|
Operations |
Supporting APIs |
Monthly Uptime Percentage |
|---|---|---|
|
Read operations on Versioned layers |
Blob API |
99.5% |
|
Write operations on Versioned layers |
Blob API |
98.5%* |
|
Read operations on Volatile layers |
Volatile Blob API |
99.5% |
|
Write operations on Volatile layers |
Volatile Blob API |
99.5% |
|
Read operations on Stream layers |
Stream API |
98.5% |
|
Write operations on Stream layers |
Ingest API |
98.5% |
|
Create, Activate, and Cancel Pipelines |
Pipeline API v2 or newer (guarantees invocation but not the completion of the operation) |
98.5% |
SLO for OLP Marketplace Providers
|
Operations |
Supporting APIs |
Monthly Uptime Percentage |
|---|---|---|
|
Read operations on Versioned layers |
Blob API |
99.5% |
|
Write operations on Versioned layers |
Blob API |
98.5%* |
|
Read operations on Volatile layers |
Volatile Blob API |
99.5% |
|
Write operations on Volatile layers |
Volatile Blob API |
99.5% |
|
Read operations on Stream layers |
Stream API |
98.5% |
|
Write operations on Stream layers |
Ingest API |
98.5% |
SLOs for OLP Marketplace Consumers
|
Operations |
Supporting APIs |
Monthly Uptime Percentage |
|---|---|---|
|
Read operations on Versioned layers |
Blob API |
99.5% |
|
Read operations on Volatile layers |
Volatile Blob API |
99.5% |
|
Read operations on Stream layers |
Stream API |
98.5% |
Each Supporting API Operations up-time is measured independently, and Service Credits are provided based on whether up-time is met per API operation.
Service Availability is calculated as the number of successful operational tests divided by the number of total operational tests for each calendar month, expressed as a percentage to two decimal places. HERE measures Service Availability based on HERE production logs and on commercial-grade web API monitoring tools deployed by HERE and run at no more than 5-minute intervals.
HERE reserves the right, at its sole discretion, to amend the monitoring methodology and tools.
*For versioned layers, the OLP adheres to read-after-write consistency and uses a synchronous data replication process. The synchronous replication process means that writes to versioned layers are possible only when both primary and secondary regions are available. Therefore, if the customer chooses the multi-region option for a catalog with versioned layers, the SLO for write operations on versioned layers is reduced to 97% (two regions at 98.5% Service Availability equates to a combined Service Availability of 97% due to read-after-write consistency replication strategy).
2. Service Credits
In the event the SLOs described above are not met, the Customer meets its obligations under this SLA, and the Customer can show their workflow operations were impacted by the service unavailability, the Customer is eligible to receive Service Credits.
Service Credits are calculated as a percentage of the Consumption Fees paid by Customer for the days in the monthly billing cycle(s) that are part of the calendar month in which the SLO was not achieved, and in accordance with the schedule below.
API Operations with a Monthly Uptime Percentage of 98.5%:
- Less than 98.5% but equal to or greater than 97.0%, Service Credit Percentage: 10%
- Less than 97.0% but equal to or greater than 95.0%, Service Credit Percentage: 20%
- Less than 95.0%, Service Credit Percentage: 30%
API Operations with a Monthly Uptime Percentage of 99.5%
- Less than 99.5% but equal to or greater than 97.0%, Service Credit Percentage: 10%
- Less than 97.0% but equal to or greater than 95.0%, Service Credit Percentage: 20%
- Less than 95.0%, Service Credit Percentage: 30%
The maximum Service Credit that HERE will issue a Customer in a single billing month is 30% of the amount due for consumption fees by the customer for that billing month. This would occur if the Monthly Uptime Percentage were less than 95.0% and the billing month coincided with the calendar month.
To receive Service Credit, Customer must notify HERE by contacting HERE through the support portal on platform.here.com within 30 days from the time the Customer becomes eligible to receive a Service Credit and provide server and/or Data Client Library request log files showing service unavailability, dates and times of unavailability. Customer acknowledges and agrees that HERE will, in good faith based on the available information, assess and determine whether there was a failure to meet specified SLOs and if the Customer is eligible for Service Credits.
Any Service Credits will be applied only against a future payment due from Customer and will not entitle Customer to any refund or other payment from HERE. Service Credits may not be transferred or applied to any other account. Service Credits are Customer's sole and exclusive remedy for any unavailability of the HERE Open Location Platform in accordance with the terms of this SLA.
3. Maintenance
HERE will use commercially reasonable efforts to provide maintenance notifications at least five (5) business days before any maintenance is performed on its systems if the maintenance is reasonably expected to cause any material degradation or drop in Service Availability or quality. HERE will send maintenance notifications through platform.here.com and/or to an email address designated by the Customer. HERE will endeavor to keep OLP fully operational during all maintenance.
4. Exclusions
The SLA does not apply to:
- Data quality, freshness or other data guarantees other than the ability to read it as described above
- New Data or Pipeline API operation requests that were configured in workflows and started during operation downtimes
- APIs and Operations not covered by the SLO commitment
- Items that are not part of OLP
- OLP China
- Equipment or functionality, e.g. internet connectivity, underlying cloud infrastructure, which is outside of the sole control of HERE
- Incidents created by Customer error or omission
- Interruption to OLP service resulting from any scheduled Maintenance
- Use of OLP which does not comply with HERE specifications or the Agreement, or
- Force Majeure events
HERE will make commercially reasonable efforts to protect its assets and services against threats and attacks that could impact Service Availability. In case of a large-scale attack, HERE might not be able to maintain Service Availability at expected levels and reserves the right to claim such an event as non-SLA impacting.
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